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What is Omnichannel?Seamless experience across channelsand touch pointsAnytime, any place, anywhere

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The Rise of the Connected Consumer Information‐hungry, price‐savvy, and mobile‐empowered shoppers expect a one-screen, one-store consistent experience across retail channels and touch points. This means a move from “connecting the channels” to “blending the channels.”

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Why Omnichannel?Multi-Channelthe New Norm >50% of customers make multi-channel purchasesThe Rise ofSocial Media >78% of consumers trust peer recommendationsMobile >38% of smartphone users have made a purchase using aCommerce smartphoneOnlineShopping >15% Growth over the last year

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Omnichannel is accelerated by the rapid rise of mobile shoppers4 out of 5consumers usetheir smartphoneto shop Source: comScore 2012

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In-Store Best Practices! Bring the beneﬁts of online into your store! Convenience is key ! Make it easy for customers to research, ﬁnd and buy products in-store! Connected, knowledgeable sales team! Make your store a place where people want to hangout

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Web Retailers continue to have an edge with consumers, when they can leverage their physical storefronts with a strong online presence.76% of all consumers say they have used a retailer’swebsite to research a potential purchaseNPD’s new “E-commerce and Consumer Electronics: Online Shopping & Purchasing” report – Sept2011

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Web Best Practices ! Make it easy for customers to ﬁnd you ! Be Clear. Your customers are busy. ! Keep your content simple and easy to navigate ! Help them get in touch ! Ensure contact details are prominent ! Consistency of information – online and in-store

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Social“We don’t have a choice on whetherwe DO social media, the question ishow well we DO it”- Erik Qualman, author of Socialnomics

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Social Media Best Practices! Participate and keep the conversation ﬂowing! Use it as an opportunity to listen not just promote! Engage Staﬀ! Consistency is key! Oﬀer valueSocial media cheat sheet:summit.iqmetrix.com

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Mobile QR Codes are an easy, inexpensive and engaging way to connect to your customers 29% of mobile users are open to scanning a mobile tag to get coupons (Source: Microsoft Tag, 2012)

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MobileXQ Mobile Shopping ListConsumers can scan a QRcode and save their shoppinglist built in Browse to theirsmartphone

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MobileOﬀer a user friendlymobile site57 % of consumers will notrecommend a business with apoorly designed mobile site.40 % of consumers will go to acompetitor’s site after a badmobile experience(Source: Compuware, 2012)

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Unifying all Channels! Create a plan! Identify Target Audience! Set goals! Determine your brand voice and ensure it is consistent across all channels! Be authentic

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Case Study: Macy’sDelivering a uniﬁed experience across all channels

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Macy’s: Encouraging In-Storethrough Social Checking in via Foursquare during Macy’s iconic Thanksgiving Day Parade not only unlocks an exclusive badge, but is also the key to access exclusive in-store promotions for that day.